The next time you dial 911 you may be talking to an AI

Key Implementation Details: Kalamazoo County Consolidated Dispatch Authority has introduced an AI virtual assistant named Ava to manage incoming non-emergency calls.

• The system, developed by Seattle-based software company Aurelian, is specifically designed for emergency communications centers
• Ava handles calls coming through the main non-emergency number (269-488-8911), which accounts for roughly 130,000 calls annually
• The AI assistant is capable of communicating in multiple languages and can quickly process requests and respond to questions

Operational Benefits: The integration of AI technology aims to optimize dispatcher workload and improve response times for both emergency and non-emergency situations.

• Executive Director Jeffery Troyer emphasizes that the system helps free up staff to focus on emergency situations
• During high-volume periods, such as during natural disasters like tornadoes, the AI can manage non-emergency calls while human dispatchers handle critical situations
• The system is designed to collect and route information for public safety resource deployment

Safety Measures and Oversight: Multiple safeguards are in place to ensure the AI system maintains high standards of public safety.

• All calls requiring public safety assistance undergo review and monitoring by human dispatchers
• The system includes fail-safe mechanisms that automatically transfer calls to human dispatchers if the AI cannot understand the caller’s needs
• When the AI detects a potential emergency situation, the call is immediately routed to a human dispatcher

System Effectiveness: Early implementation shows promising results in handling routine administrative tasks while maintaining service quality.

• The facility manages approximately 260,000 non-emergency calls annually, with the AI system now handling roughly half of these calls
• Real-world testing demonstrates the system’s ability to efficiently transfer calls when needed, as evidenced by a test call that was promptly directed to the director
• Callers are encouraged to provide detailed information to ensure optimal AI response and routing

Looking Ahead: While this implementation represents a significant step forward in public safety communication technology, its success could influence broader adoption across other dispatch centers, potentially reshaping how emergency services manage their resources and response capabilities in the future.